Express courier. Direct.
Also overnight.
x25pronto Switzerland takes goods direct to the destination. Small loads go by car. Larger loads go by van or Van XL. Direct, express and overnight trips run Monday to Sunday when a slot is free. Free times are shown in the booking calendar. This keeps the plan clear.
Claim communication: template messages to sender and customer
Prewritten emails and notes for claims make communication faster. Templates for carriers, senders and recipients in English (en‑CH).
Quick answer
Use clear, concise templates for every claim stage: notify the carrier, inform the sender and update the recipient. The samples below help start investigations, set expectations and keep customers informed.
Why templates improve claim handling
Templates save time and reduce missing information. They ensure you always include key facts: tracking number, dates, damage description and desired next steps. For Swiss businesses, clear documentation also helps internal records and any insurer queries.
Basic rules for a claim message
Keep language factual and specific. Include: tracking number, sender, recipient, pickup and delivery dates, damage description and requested action (investigation, replacement, credit). Attach photos and packaging details. Set a realistic reply deadline.
Template: Notify the carrier (en‑CH)
Subject: Claim for shipment [Tracking] – Please investigate Dear Sir/Madam, We report an issue with shipment [Tracking] to [Recipient, City]: [short damage description]. Pickup date: [Date]. System shows delivery date: [Date]. Please open an investigation and confirm receipt of this report. We request feedback within [e.g. 5 business days]. Attached are photos and packing details. Best regards, [Name, Company, Contact]
Template: Inform the sender (en‑CH)
Subject: Update regarding claim on your shipment [Tracking] Dear [Name], We wish to inform you that a problem was reported with your shipment [Tracking]: [short damage description]. We have initiated an investigation with the carrier. We expect a reply within [timeframe]. Please indicate your preferred resolution if the claim is confirmed: replacement, credit or return. Reply by [Date]. Kind regards, [Name, Company, Contact]
Template: Update the recipient (en‑CH)
Subject: Update on your delivery [Tracking] Dear [Name], We have identified an issue with your delivery [Tracking]: [short damage description]. We are investigating with the carrier and will update you as soon as we have more information. If you have photos or details, please send them to [email]. Thank you for your patience. [Name, Company, Contact]
Frequently asked questions
What must a claim message always include?
At minimum: tracking number, sender, recipient, pickup and delivery dates, precise damage description and contact details. Photos and packing info speed up investigations.
How long should I give the carrier to respond?
Common practice is 3–10 business days depending on case complexity. We recommend around 5 business days for an initial reply.
When should I notify the recipient?
Notify the recipient promptly with a short update that an investigation is underway. That prevents repeated inquiries and keeps trust.
What evidence is most helpful for a claim?
Clear photos of the damage, the outer packaging and labels. Record dimensions, materials and keep the original packaging if possible.